Reputation COUNTS

I was listening to a webinar the other day and the presenter’s style of speaking distracted me from hearing the content.  Each statement sounded like it was a question.  You’ve probably heard people talk that way, even when the sentence is not a question, because the inflection is higher as the speaker finishes the sentence.

As a result, the listener may believe that the person is tentative, lacks confidence, or isn’t convinced about what she/he is saying.  If you find yourself talking in that way, make a conscious effort to keep the question out of your voice, unless you are really asking one.

Tags: Communication Skills by Marcia Hall
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 A few months ago I wrote about a grocery store I visit frequently and the fact that the customer service is pretty bad.  Because I don’t expect to be greeted in a friendly way at this store or to be asked if I need help, imagine my surprise when the person who checked my groceries appeared at my car window in the parking lot.

I had left one item at her checkout lane.  It was a freezing and windy day but she came out of the store looking for me.  I had already put the groceries in my car trunk so she must have been walking up and down the parking lot to find me. 

This extra effort impressed me greatly.  I immediately told my husband when I came home and wanted to write about it for this blog.  I intend to say something to the store manager next time I’m in the store.

Outstanding customer service really matters.  On this Thanksgiving eve, thank you to everyone who practices serving others well.

Tags: Customer Service by Marcia Hall
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The other day a friend of mine and I were talking what you should do if you’re running a few minutes late for an appointment.  Do you call when you’ll be in there in no time, or just explain and apologize for the delay once you arrive?

We both agreed that you should call anyway.  The person is either worrying or wondering about you when you’re late, so a call removes that concern.

People do wonder.  They think, “Can I count on this person?  Why is she/he late?   Why haven’t I received a call?”

It is during that five to fifteen minutes after the meeting was to begin when people start to question why you are not there..  After 15-20 minutes, they will likely call to find out your status.  You can show your respect for the person and that you take responsibility for your actions by letting them know why you are not there on time.

We say, make the call.  It is a very smart thing to do.

Tags: Respect by Marcia Hall
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Recently a website visitor asked me how much training she could expect to receive at a new job.  She wondered if her employer would show her how to do the tasks in a way the company wanted things done.

My response was that there is no way to know before she gets on the job if her company will provide the type of training she will need.  During the job interview, she can certainly inquire about what will be available, but if she finds that little or no guidance is offered or the training does not help her sufficiently, it will be up to her to identify what she needs to know and then take the initiative and ask her supervisor for the necessary training.

Asking good questions rather than guessing how to do a specific task is a much better way to proceed.  As a result, less time is wasted because work does not have to be totally redone.

Not asking for help or waiting too long to seek assistance creates unnecessary stress for both the employee and the supervisor.

Tags: Training by Marcia Hall
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I was listening to a radio program a couple weeks ago and one of the guests said, “A dirty shoelace is an indication of quality.”  Since I was driving at the time and tuned in during the discussion, I didn’t hear the person’s name.

But that statement made an impression on me.  The topic that day was about the little things you do that cause people to form an opinion about you.  They are clues the radio guest said, and the composite of all these clues creates a perception about a person and therefore the company for which he/she works.  When seeing dirty shoelaces, an untucked shirt or stained blouse, customers may ask themselves questions about the business and employees. “Are they competent?  Does this organization care?” they wonder.

Quality does matter.  Clean shoelaces or anything that is part of a professional looking appearance do affect customers – and your employer.

Tags: Professionalism by Marcia Hall
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Thanksgiving is just a few weeks away and that festive holiday always reminds us to stop and appreciate what we have and what others do for us.

But here’s to the people who say thank you every day for things large and small.  A person who expresses gratitude demonstrates the character I know employers want.

Tags: Attitude by Marcia Hall
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If you receive a thank you via email, do you then send “You’re Welcome” in response?  Or to avoid getting a “You’re welcome” email back, do you say “no response is necessary” when saying thank you?  If you do that, are you concerned that the “tone” of those words might seem unfriendly?

Perhaps there is no one answer to this dilemma.  I find myself responding in the way the other person does.  If I receive a “You’re welcome” then I send one myself when I’ve been thanked.

What do you do?

Tags: Etiquette by Marcia Hall
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In my last post I talked about forwarding an email to another person when it could potentially be embarrassing to the original sender.  Today I want to comment on all the emails people get when they are part of a group copy.

There are certainly occasions where being copied can help solve a problem or answer a question because the input of everyone is required.  In that case, it is beneficial to get those emails.  But there are situations such as when people are asked to respond that they are coming to a meeting and they use, “Reply to All” so the entire group is notified.  You begin to get everybody’s back and forth when it really isn’t necessary.

It can be an incredible time waster to read all those exchanges if your involvement is not required.  Who has a good and tactful way to limit that type of communication?

Tags: Etiquette by Marcia Hall
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 These days you really need to be careful about every email you send.  A couple months ago I wrote a message to an acquaintance requesting the last name of a woman I would be meeting in a few days.  I remembered being verbally told the name and was somewhat embarrassed to be sending the email at all.

When I received the response, I was unpleasantly surprised to see that this person had been copied.  My immediate reaction was one of discomfort and the belief I should not have been put in that position.

I believe my acquaintance displayed a lack of good judgment in this situation.  She obviously did not realize that I could be potentially embarrassed by this.

Employers value workers who understand the impact of their actions, however small.  This is why emotional intelligence is so important.  It can give you an edge in the workplace.

Tags: Soft skills by Marcia Hall
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